Tier 2 Engineer

December 12

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GTT

WebsiteLinkedInAll Job Openings

Ethernet • IP Transit • Wide-Area-Network Solutions • Managed Security Services • Cloud Networking Solutions

1001 - 5000 employees

📡 Telecommunications

🔐 Security

💰 $175M Post-IPO Equity on 2018-03

Description

• With minimal supervision, performs tasks associated with repair of the client’s voice and data networks, and perform leadership tasks as needed. • The Tier II will communicate via phone, email and in system notes with the client and internal stakeholders. • Provide technical support and manage customer escalation at this level • Prioritize and respond to customer requests in timely manner • Own and troubleshoot network issues • Work collaboratively with both internal teams and third-party vendor support and engineering teams • Perform proactive monitoring of the core and edge network using various NMS tools • Mentoring of Tier 1 Techs and proactive learning of core network and customer services • Performance of any other ad-hoc duties as requested by GTT management • Produce technical support documentation and write incident reports as appropriate.

Requirements

• High School Diploma/GED • 3-5 or more years of relevant job experience in technical support role (i.e.: NOC, IT Helpdesk or Service Desk) • Experience with network monitoring software. • In depth knowledge of core TCP/IP networking skills, routing and switching (Juniper/Cisco) • Previous experience working in an SLA-driven operation environment (ideally ISP based) • Good understanding of IP and/or Optical networks to include IPv4, IPv6, BGP, ISIS, OSPF, MPLS, VLANS, Ethernet, DWDM, SDH, Dark Fiber, DNS, SNMP, and IPSec • Ability to multitask, prioritize and work in a pressured and sometimes stressful environment • Must be adaptable and flexible in dealing with a variety of people • Achieve certification and maintain required training levels • Ability to work on rotating shifts and/or on-call rotations • JNCIA or CCNA certification or equivalent skill level developed through industry experience is preferred • Experience of shift work 24x7x365